In Salesforce Service Cloud, Shubham Gupta says airlines now have a tool to build passenger confidence by tackling the presently fragmented complaint management system.
“Prior to this, passengers would submit their issues via channels like the FlySmart app, the airline’s own hotline, and other consumer portals, but often lacked assurance that their complaints would be promptly acknowledged, let alone resolved,” the managing director of Lava Protocols told FMT.
The FlySmart app was developed by the Malaysian Aviation Commission (Mavcom) to help air travellers in Malaysia understand their rights and lodge complaints on flight-related issues.
“Unfortunately, until now, many airlines have lacked the ability to manage complaints coming in via the app.
“There was no single place to track the complaint lifecycle, leaving many unanswered for days or weeks, contributing to passenger frustration over delays, unclear refund policies, and a notable lack of visibility into issue resolution,” said Shubham.
“That is where Lava Protocols can help.”
Founded in 2006, the cloud solutions consultancy assists clients across various sectors, including aviation, with implementing tools like Salesforce.
“We can collaborate directly with aviation stakeholders to address the fragmentation by integrating disparate platforms passengers use for feedback,” said Gupta.
He said a pivotal aspect of this integration was the software’s ability to connect with the FlySmart app, an airline’s own hotline, and other consumer portals.
“This consolidation is achieved by routing these platforms through the Salesforce Service Cloud, effectively creating one comprehensive dashboard. The resulting centralised system enables the real-time tracking and prioritisation of passenger cases.”
For passengers the benefits are significant, says Gupta.
“They now have the ability to upload supporting documents, such as photographs of damaged baggage or necessary medical certificates, directly into this unified system.
“Crucially, they will receive real-time updates on their complaint’s progress without the necessity of calling in again,” he added.
Gupta said the resultant direct connection and enhanced visibility will ensure complaints are acknowledged and processed transparently, which in turn will restore passenger confidence.
Beyond improving complaint handling, the digital infrastructure can also ease other bottlenecks, such as delays in flight permit approvals.
In addition, he said a recently launched new system, called AeroFile, has the ability to route applications through key authorities.
“Approvals, which previously depended on manual email checks, can now be reviewed and approved by case officers from a mobile device, even after hours,” said Gupta.
He assured that the entire infrastructure, including the Salesforce implementation, has been fortified with security measures like Menlo Security and Cylance Next-Generation Antivirus, and fully complies with all personal data protection laws through end-to-end encryption.
Regulators and airlines also have the ability to monitor key service performance metrics, including complaint resolution time and compensation processing speed via a real-time dashboard that leverages on data consolidated within the system.
“This digital trail introduces a new level of accountability for airlines, providing clear visibility into how and when they respond, which encourages more timely updates and promotes better behaviour,” said Gupta.
“Passengers do not like having to use new apps every now and again. What they need is for their current systems to be responsive, clear and consistent, which they can achieve with the Salesforce Service Cloud.
Lava Protocols specialises in implementing and connecting cloud applications from major providers like Salesforce and Google, serving a diverse range of sectors, including aviation, education, retail and government, and bringing their expertise in digital transformation to various industries.
- Lava Protocols is an authorized Salesforce Partner. Looking for a digital transformation consultant? Drop an email to: [email protected] or visit their website here.